Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition in which it was received. The item must be unused and it should include all items that were in the original package. All items must be returned in its original packaging. You’ll also need the receipt or proof of purchase. Items returned within 30 days will be eligible for a refund back to the original method of payment and items returned after 30 days (but within 180 days) will be eligible for a refund in store credit (with no expiry date).
To start a return, you can contact us at support@iluminating.com. Once your return is approved, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Note that customers will be responsible for the return shipping costs (including any duties/taxes resulted from the return of the product, if applicable), and once the item is received, a full, partial refund or store credit will be issued upon inspection of the returned item. If the item has been used and shows signs of wear and tear, then a store credit will be issued instead.
Please note that Iluminating reserves the right to charge a restocking/refurbishing fee of 20% on certain items.
Unfortunately, we cannot accept returns on customized orders, gift cards, or warranty purchases. Note that shipping costs, shipping protection, and priority processing fees are non-refundable.
You can always contact us for any return questions at support@iluminating.com.
Damages and issues
Please inspect your order upon reception and contact us immediately (within 30 days of the receipt of the product) if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right by replacing the problem parts or the fixture based on the situation. Please know that photos and/or videos are mandatory for our team to assess the issues and provide the best resolutions possible. If you wish to return the fixture instead, you will be responsible for the return shipping costs. Again, we will always make it right by sending you replacements free of charge, provided that we receive high-quality photos and/or videos showing the defects.
Refund due to items not received
If you have not received your package within 30 business days, you can apply for a full refund by emailing us. Note that iluminating will not be responsible for replacing/refunding packages delivered to the incorrect address provided by the customer. If the customer wishes to have the parcel re-shipped due to error made in the shipping address, the shipping cost will not be covered.
Exchanges
We do not accept exchanges unless they are damaged/broken, if there are damages to the fixtures, please reach out to us and we will help replace any damaged parts or the fixture based on the situation. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Note that return shipping costs will not be covered.
Refund process
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. This process may take up to 10-15 business days. If approved, you’ll be automatically refunded on your original payment method within 3-10 business days. Please remember it can take a few days for your bank or credit card company to process and post the refund.
Warranty
Selected fixtures will have warranties when you purchase them. Note that the warranty only covers manufacturing defects and does not cover any normal wear and tear. Iluminating reserves the right to ask for evidence (including photos and/or videos) of the defective parts and replace the parts based on our discretion. Only one incident is covered. If you purchase our extended warranty, your coverage period will be extended accordingly.
iluminating.
15550 Knoll Trail Dr, Apt 3304, Dallas Texas 75248, United States
Email Address: support@iluminating.com
Telephone number: +1 214-807-8366